Company Overview
GreenSketch is a digital solar design and workflow platform developed by OSW Group. It enables installers and partners to design, quote, and deploy solar and battery solutions efficiently through an end-to-end digital experience. GreenSketch supports the global transition to renewable energy by combining cleantech, SaaS, and scalable digital infrastructure.
GreenSketch is entering an early expansion phase across multiple international markets. We are looking for a senior, hands-on leader to build and manage the global Customer Success function, ensuring strong product adoption, customer outcomes, and scalable growth across regions.
Role Summary
The Head of Growth Strategy & Customer Success is a senior leadership role responsible for driving global customer adoption, retention, and expansion across GreenSketch's installer and partner ecosystem.
This role owns:
- Global customer success strategy and operations
- Installer network adoption across regions
- Customer lifecycle management and retention
- Expansion and revenue influence from Customer Success
- Alignment of customer outcomes with growth and marketing initiatives
You will work closely with regional teams, installers, growth, marketing, and product functions to ensure customers successfully adopt the platform and realise measurable value.
This role is highly execution-oriented and customer-facing, with a strong emphasis on adoption, retention, and scalable global Customer Success operations.
Key Responsibilities
1. Global Growth Strategy through Customer Success
- Define and execute the global growth strategy driven by customer adoption and success outcomes.
- Align Customer Success initiatives with marketing campaigns, product releases, and regional growth plans.
- Support conversion from free usage to paid adoption across markets.
2. Global Customer Success Function
- Build and lead a distributed Customer Success organisation across key regions.
- Establish global onboarding, adoption, and lifecycle management frameworks.
- Create scalable playbooks, processes, and operating cadences.
3. Installer Network Adoption & Outcomes
- Drive onboarding, activation, and engagement across installer and partner networks.
- Ensure consistent customer experience across regions while adapting to local needs.
- Act as senior escalation point for key strategic customers and partners.
4. Retention, Expansion & Revenue Influence
- Own core CS metrics including:
Adoption
Retention
Churn
NPS
Expansion opportunities
- Partner with Sales and Growth teams to convert active users into paying customers.
- Identify upsell, cross-sell, and value-added service opportunities.
5. Regional Team Leadership & Operations
- Lead and coach remote Customer Success teams across multiple countries.
- Establish performance dashboards, reporting standards, and KPIs.
- Ensure consistent execution across all regions.
6. Customer Insights & Cross-Functional Alignment
- Gather structured customer feedback and usage insights.
- Translate customer trends into actionable insights for Product and Growth teams.
- Ensure customer success outcomes inform product roadmap and go-to-market strategies.
7. Field Engagement & Market Support
- Maintain a strong field presence with key installers and partners.
- Support regional launches, pilot programs, and major customer initiatives.
- Represent GreenSketch at customer and industry events.
Key Deliverables / Success Metrics
- Growth in active installers across regions
- Improved activation and onboarding time
- Retention and churn reduction across markets
- Expansion revenue influenced by Customer Success
- Customer satisfaction and advocacy metrics (NPS, references)
- Scalable global CS playbooks and operating cadence
- Conversion from free to paid usage
Required Qualifications & Experience
- 10+ years of experience in Customer Success, Account Management, or Operations leadership
- Strong background in B2B SaaS, platforms, or workflow software
- Experience managing multi-country or global Customer Success teams
- Proven track record driving adoption, retention, and expansion
- Experience working with installer networks, partner ecosystems, or distributed customer bases
- Fluent in English and Mandarin
- Experience working with international or multi-region products
Skills & Competencies
- Strong customer-centric leadership style
- Ability to scale processes across multiple regions
- Data-driven approach to adoption and retention
- Excellent stakeholder management across cultures
- Operationally rigorous with strong execution focus
- Commercially minded with growth orientation
Nice-to-Have
- Experience in cleantech, solar, energy, construction tech, or field-service software
- Background in e-commerce or marketplace platforms
- Experience in early-stage or high-growth environments
Travel & Working Model
- Regular interaction with regional markets and engineering teams
- Up to 25% international travel (Europe, Australia, China)
